End-User IT Support Specialist — Windows & Mac

RX Brasil; Oxford; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Wellbeing initiatives

Shared parental leave

Study assistance

Sabbaticals

Job summary

Elsevier Technology’s TechSquad team in the United Kingdom seeks a Technology Support Specialist to provide responsive, user-focused help across a range of workplace technologies. You will troubleshoot incidents, manage service requests, support device lifecycles, and contribute to continuous improvement initiatives that enhance the employee technology experience.

You will join a friendly, collaborative team that values knowledge sharing and the use of automation and AI-assisted capabilities to

Qualifications

• Good working knowledge of Windows endpoints and troubleshooting common hardware and software issues.
• Basic familiarity with macOS and Apple hardware, with the ability and willingness to develop further Mac support skills.
• Good general understanding of laptops, desktops, peripherals, applications and common connectivity issues.
• A strong customer-service mindset and clear written and verbal communication.
• Structured problem-solving skills, curiosity and a willingness to learn.
• Ability to organise work, take responsibility for agreed actions and ask for support when required.
• Strong teamwork and willingness to share knowledge across TechSquad and partner teams.
• Comfort using modern productivity tools, including approved basic automation and AI-assisted capabilities.

Responsibilities

• Provide friendly, professional and timely support for common hardware, software, application, peripheral and connectivity issues.
• Take ownership of incidents and service requests through to resolution where possible, maintaining clear user communication and escalating appropriately when specialist or more senior support is required.
• Follow established support processes, security requirements and service management practices while using good judgement and initiative.
• Support colleagues with differing levels of technical knowledge, translating technical information into clear and practical guidance.
• Support and troubleshoot Windows endpoints and common Microsoft 365 workplace applications.
• Provide basic support for macOS and Apple hardware, resolving common issues and developing further Mac capability through experience and learning.
• Support laptops, desktops, mobile devices, docks, monitors, headsets, meeting-room technology and other standard workplace equipment.
• Assist with common access, identity, remote-working and network-connectivity issues, escalating where appropriate.

Skills

Windows troubleshooting

macOS familiarity

Customer service mindset

Communication skills

Problem solving

Team collaboration

Automation & AI basics

Tools

Windows OS

macOS

Microsoft 365

Active Directory

Job description

Elsevier Technology’s TechSquad team in the United Kingdom seeks a Technology Support Specialist to provide responsive, user-focused help across a range of workplace technologies. You will troubleshoot incidents, manage service requests, support device lifecycles, and contribute to continuous improvement initiatives that enhance the employee technology experience.

You will join a friendly, collaborative team that values knowledge sharing and the use of automation and AI-assisted capabilities to